Mitel Automatic Call Distribution (ACD) Express Groups are call answer groups similar to Hunt Groups, and provide the same functionality as an ACD Path, except ACD Express Groups support only one group. ACD Express Groups have limited support for RADs A Recorded Announcement Device (RAD) is a device which automatically answers a call and delivers a pre-recorded message. RAD is often used to inform a caller that they are in a queue and their call will be dealt in due order., embedded media for music on hold, Interflow Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if programmed). All calls that interflow lose their priority in the Queue., and resilience.
ACD Express Groups support the following features:
up to 150 members if the Extended Agent Skill Group option is set to No, and up to 500 members if the option is set to Yes.
automatic call queue when members are busy.
call distribution to the longest idle member.
two recorded announcements using RADs or RAD groups.
one embedded media source (that is, music on hold) or one external alternate recording device.
one programmable Interflow point and associated Interflow timeout.
one programmable Group Unavailable Answer Point.
ACD Express Groups have the following limitations:
a maximum of 64 combined ACD Express Groups and ACD Agent Skill Groups if the Extended Agent Skill Group option is set to No.
a maximum of 256 (MXe Server) or 128 (other controllers) combined ACD Express Groups and ACD Agent Skill Groups if the Extended Agent Skill Group option is set to Yes.
a maximum of 999 combined ACD Express Groups and ACD 2000 paths.
resiliency is not formally supported, but programming is possible. See the 3300 IP Communications Platform Resiliency Guidelines for the steps.
Note: Since ACD Express Groups share ACD 2000 Agent Skill Group, ACD 2000 Path, and ACD 2000 Agent ID database table records, when resources are assigned in any of those areas they contribute to consumption of available maximums.
A Hot Desk ACD Agent becomes a Hot Desk ACD Express Agent on an ICP when the first group in which it is programmed is an ACD Express Group. If a Hot Desk ACD Agent is not a member of an Express Group, it is considered an ACD 2000 Agent. ACD 2000 Agents cannot be members of ACD Express Groups.
Hot Desk ACD Express Agents have the same behaviors as Hot Desk ACD Agents, except that Hot Desk ACD Express Agents:
never consume an ACD Active Agent license
can be members of up to eight different ACD Express Groups
cannot be members of ACD 2000 Agent Skill Groups
cannot log in if 100 other ACD Express agents are already logged in. The maximum number of ACD Express Agents that can be logged in at any given time is 100.
Note: The maximum number of agents that can be programmed on a 3300 ICP, whether traditional, Hot Desk, or Express, is 1181.
ACD Express Group Interflow differs from ACD 2000 Path Interflow as follows:
A caller's original call destination is not altered by the Interflow.
A caller's camp-on destination is not altered by the Interflow.
See ACD Express Groups - Conditions for additional information about Interflow.
Hot Desk ACD Express Agents can be resilient if the Hot Desk ACD Agent that they are based on is resilient. ACD Express Groups cannot be resilient but a certain level of resiliency can be obtained. To program resiliency, see the 3300 IP Communications Platform Resiliency Guidelines.
